Excellent network customer service needs to have eight core

Intermediary transaction http://www.aliyun.com/zixun/aggregation/6858.html ">seo diagnose Taobao guest cloud host technology Hall

As the cost of bid promotion becomes more and more high, excellent network customer service is more important, and at present about 60 of the traditional enterprises, customer service level is not high enough, although through the auction promotion, can help us bring a steady stream of potential customers, but before these potential customers into our real customers, is the need for good, A high level of customer service to complete the transformation. There is no excellent network customer service, the transformation cost of enterprises will be more and more high, we put more advertising fees may be wasted.

Jecheng technology customers, most of the enterprise customer service level in general, there are a part of the Enterprise customer service in the poor level, basically the kind of luck, do not consider what customers ask, what to think, complete copy template, from beginning to end all use quick reply, or chat 3 sentence 2 to deal with customers, anxious to ask customers to call, Good luck, meet the easy customer, will also deal, but encounter difficult to deal with, the idea of more customers, it is difficult to deal, in short overall turnover rate is relatively low. By Jay into the bidding of the trust team regularly to these enterprises to train customer service, their business level has a larger promotion, the following Jay into a bid for the Trust team manager Vuronge summed up to do an excellent network customer service needs to have eight major points.

I. Good command of the company's product information

Excellent customer service can not be separated from the company's business knowledge of the master, if there is no relevant business knowledge for support, and even the product does not understand, customer sanbuzhi situation, or the customer has asked the question, still do not know how to answer, temporarily find information, etc. Customer questions, immediately know how to answer, and introduce the very detailed, and then according to their own knowledge to do some supplement.

Two. Answer in time and fast

Online Consulting customer service response speed must be fast, timely, customers are not waiting for people, if he consulted for half a day has not responded, he is likely to choose other companies to consult, after all, now the competition is very fierce, customers have a lot of companies can choose, such as you in Taobao buy something, customer service not half a day reasonable you, How do you feel? You will most likely choose another store.

Three. Stand on the customer's point of view

Stand in the customer's point of view, a lot of customer service did not do, to guess more customer psychology, how customers think, customers buy our products for what purpose? is the objective demand or a momentary impulse, customer join our brand purpose is? Want to make money or like this thing, the customer is worried about? What the customer wants ? Then have a targeted answer to customer questions, such as customers want to start to make money, we can encourage him, and then said that most of our customers have made money, such as customers have been asking about the price of the question, the customer may be worried about the price problem, and then we can introduce our price relative to the peers to compare concessions, And recently engaged in activities. For example, customers worry about distance, we can say that distance is not a problem, they have a lot of local customers in the vicinity, and we can reimburse for freight or travel expenses and so on.

Four. Say the advantages of the company

The company's advantages can be appropriately exaggerated some, you see a lot of TV ads are boast, the actual situation, the appropriate exaggeration, so as to attract customers, we can introduce the characteristics of the company's products, quality, service and so on.

Five. Customer Satisfaction

Customer satisfaction must be satisfied when answering customer's questions let the customer feel comfortable, happy, as usual when chatting, the other side of the mood we can feel, so we should try to say some good words, and keep smiling, although online chat each other can not see your smile, But we have to convey a pleasant chat atmosphere, so that customer satisfaction is actually talking about the comparison of speculation, only talk to the speculative dialogue to continue, the contrary did not chat a few customers are impatient, or even bother you, so how could there be a deal?

Six. Help customers

From the heart to help customers, for example, the client is a university student, expressed the Fund is not much, then we can recommend to join some small investment projects, customers for some aspects of knowledge is not very understand, we can use their advantages to give customers more talk, combined with the actual situation of customers, tell customers some experience, skills, Finally let the customer have a good opinion of us and trust us.

Seven. Praise the customer

More praise customers, such as customers want 2 people to start a business partnership, we encourage 2 of people to start a partnership is very good, say 2 of the advantages of partnership, customers want to open in the vicinity of the university, we can say open in the vicinity of the advantages of the university, the flow of people, strong consumption, customers want to choose a city open shop, We can be talking about the city is very good, what advantages and so on.

Eight. Guide customers

Guide customers is not to say that they grasp the initiative so simple, some customer service simply think that the guidance of the customer is their own in the chat to occupy the initiative, and then keep asking customers, and even some customer service in the first word of the client consultation began to ask customers, ask questions in which City open shop? How much area do you want to open? Store look good no Wait wait , if you start by not answering the customer's questions and asking questions, avoiding the customer's positive questions, and when you ask the third question, the client is basically impatient, and the conversation can't go on. To guide customers is to customer satisfaction, in the customer trust us under the premise of, to guide customers, first of all, to make customer satisfaction, is to do our previous summary of the seven work, so that we can really guide customers, customers will follow our pre-set problems step by step close to the deal.

Chatting with customers is a tedious job, to be an excellent customer service, must have patience, no matter what kind of customers, can not be impatient, angry (many wonderful customers), customer service is the most important, even if the customer did not deal this time, but at least we give customers a good impression, Strengthens the customer to our company brand the impression, for further transaction, will have the very big help, perhaps the customer compares several companies, finally will choose us. On the contrary, there is no good customer service, the first impression to the customer is very poor, then there is no later.

Article for the original Vuronge technology, reproduced please note this address: http://www.jckeji.com/youxiukefu.html